Contact Centre Advisor - London, United Kingdom - Cleveland Clinic

Cleveland Clinic

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Contact Centre Advisor, supported by the Contact Centre Senior, is responsible for all outpatient scheduling activity.

An excellent communicator and adaptable team player, they will act as a first point of contact to CCL, dealing with all outpatient enquiries.

The Contact Centre Advisor will be responsible for the accurate and timely collection of all demographic and financial data required prior to the outpatient visit delivering excellent customer service in a busy hospital environment.

Job Responsibilities**:

Facilitate all scheduling requirements to ensure a highly efficient, customer focused outpatient booking service
Work proactively and collaboratively to ensure all patients with outstanding registration data are contacted and scheduling is completed in accordance with agreed time scales
Collect accurate and complete demographic and financial details
Liaise with insurance companies and other payers to ensure relevant authorisation is in place
Provide cost estimates to selfpay patients and collect fees where appropriate
Promote and encourage sign up to the CCL MyChart App to enable patients to manage their own financial and demographic information
Assign incomplete bookings as appropriate to the preregistration work queue for completion (demographic and financial information)
Liaise with relevant clinical departments to ensure correct scheduling workflows are maintained
Communicate effectively with other relevant clinical departments within the hospital to deliver a seamless patient journey in all cases
Cross train across all areas of Patient Access as required
Follow hospital and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge
Complete mandatory education and training in order to maintain organisation and department specific competencies and requirements
Other duties as assigned

The Patient Access Department works as one team and as part of your role you may be asked to work across a wide range of functions both patient facing and non-patient facing, including:
Contact Centre Patient Registration Cashiering Pre-Registration

Working as a Patient Access Officer, you will be trained to support these areas and as part of a multi-skilled team will provide appropriate support as required by the needs of the business.

Education & Certifications**:

Minimum GCSE /High School Diploma or equivalent

Competencies (Complexity of Work)**:

Proactive and enthusiastic team player committed to delivering world class patient care
Good command of the English language, both written and spoken
Requires critical thinking skills, decisive judgement and the ability to work with mínimal supervision
Ability to meet and exceed departmental quality, production and schedule adherence standards
Must be able to take appropriate action in a stressful environment
Ability to communicate effectively on all levels, and with a variety of different stakeholders both face to face and via telephone

Work Experience**:

Relevant experience in a healthcare related setting or Contact Centre preferred
Experience of patient bookings via hospital computer software
Computer proficiency in Microsoft Office, Excel, Word etc
Outstanding customer service, communication, confidentiality and interpersonal skills
Proven ability to step outside comfort level, adapt to new challenges and assist the team
Ability to work effectively in both a team environment and independently

Physical Requirements**:

Ability to work in an Office/Hospital environment setting, data entry, and using a headset
Occasionally lifts and carries items weighing up to 25 pounds
Requires corrected vision and hearing to normal range
Requires movement between accessible locations
Requires dexterity sufficient to operate a computer in the course of work

Personal Protective Equipment**: